Yealink T57W Config Issues

[Pat Huesers]

I have the following questions and issues in our environment with the Yealink T57W. We have a 3CX system and the phones are running 96.86.0.74 firmware. Here are the issues we are having and what we have attempted to resolve them.

1. We have users that report the phone auto answering calls, despite Auto Answer being set to Off for each line in the phone UI. We have also tried to upload the following lines to a cfg file and upload that directly to the phone. account.1.auto_answer = 0, account.2.auto_answer = 0. I should also add that we are using the EHS 40 with a Plantronics Savi W740 headset. It seems that changing this setting in the UI has no effect on the phone and does not pass the setting to the phone despite it saying it is saving to the phone. I have not been able to confirm if adding them to the cfg file and uploading to the phone has any effect on not auto answering the calls. Do you have any idea why the phones would auto answer despite the settings saying otherwise?
2. The Forwarding feature on each phone seems to have zero effect on actually forwarding calls to another phone. We have turned the setting on in the phone UI with no effect. We have also tried setting the Always forward feature on the phone itself with no effect. We have also the following lines added to a cfg file with no effect. features.fwd.allow = 1 None of these things enable the actual forward feature and calls still ring through to the ext even when it displays that forwarding is enabled on the home screen of the phone. This is a must have as our sales folks constantly need to forward to other employees when they are on break or leaving early for the day. Please let me know asap if this even an option on this phone or if the setting is just arbitrary and has no actual effect on the phone.
3. We have also tried to set DND in a similar manner to the forwarding setting, as changing these settings in the UI and then confirming them seem to have zero effect changing anything on the phone. We've tested the following lines in a cfg file with mixed results. features.dnd.allow = 1. Adding this setting to a cfg file and uploading to the phone only seems to show that DND is enabled on the home screen but calls still come through to the main line and it seems to remove the user from the queue in 3CX.

 

[JohnS_3CX]

Hi Pat,

1. Let's try to isolate this. Make a fresh extension, keep all the settings default. Then factory reset and assign a Yealink to this extension using the default 3CX template with no modifications to the parameters. This will provide you with a clean base line to test against VS the rest of the phones that we want to troubleshoot.

- Don't connect the EHS on this one phone, send some calls through to ensure it does not auto answer first.

- Then when you are satisfied the phone works OK, connect the EHS alone without a headset plugged in and see if this is what causes the change in the behavior (ie. phone starts auto-answering).

- If that also checks out, now go ahead and repeat the test with the headset now plugged in. These headsets have the ability to auto-answer so they might actually be sending an answer command to the IP phone without you being aware. This might just be what makes the difference and this test will help investigate that possibility.

- An additional check if you wish: These phones support bluetooth, so your could try a clean phone with no EHS 40, and a regular bluetooth headset paired via the phone menu as a test, to compare the behavior of this setup VS when using an EHS40.

- Note 1: By default Yealink phones on 3CX will auto-answer calls without interaction only if you call them using the Intercom code, or if you send them a Paging call. This is normal and expected in these two cases only. In all other cases the phone should not auto-answer unless something triggers it.

- Note 2: You could try contacting Yealink support, they might have a way to help you check the EHS40 and see if the "answer" command gets logged somewhere, so you can at least know what the source is from a logging standpoint.



2. I'm afraid that the forwarding features of the phone are not supported on 3CX. Any forwarding settings must be done on the extension - not the phone. This is because 3CX handles all the forwarding before the calls even reach the phone so you have to make your changes there (webclient / or management console). We always had forwarding work this way so I cannot recommend any alternative solutions..

3. Similarly to the above, Yealink phones inform 3CX when you hit DND, and that will switch the 3CX Extension Status to DND following whatever forwarding settings you set on your extension via the webclient or management console. While I understand that this is not the solution you are after, I hope this at least explains the "why" when it comes to call forwards/DND behavior.